Measuring and Improving the Experience of Patients Having an Endoscopy with the Endoscopy Global Rating Scale (GRS)

Abstract

The Endoscopy Global Rating Scale (GRS) is a web-based, self report instrument designed to help endoscopy units deliver a patient focused service and assess how well they are doing. The GRS contains 12 items that reflect the experience of a patient having an endoscopy - www.grs.nhs.uk. The items are ranked into four levels from D to A, where level D is very basic and A is excellent. All endoscopy units in England were invited to complete the GRS on two census dates: April and October 2005. 182 (85%) of all hospital-based endoscopy units in England (214) completed scores in April and 192 (90%) in October. The results are presented as the percentage of A and B scores for each of the items. The very high completion rates of the GRS indicate that endoscopy units find the GRS acceptable and useful. All items showed an increase in the percentage of A and B scores between the two census dates (p < 0.01, Wilcoxon matched pairs test). These changes reflect real improvements in the processes that underpin the experience of a patient having an endoscopy and/or the ability of the service to demonstrate that it provides high quality care. These data show that the GRS is a popular and effective service improvement tool.